Google has been criticised for its customer care.
The search engine giant has come under fire since the release of its Nexus One smartphone.
Customers have complained that they are unable to talk to a call centre agent.
Instead, they are given an email contact with a 48-hour delay on replies.
Andy Rubin, vice-president of engineering at Google, said that the firm has to "get better at customer service".
Users have complained that turning to their service providers, which could result in lengthy call centre waiting times in their search to speak with a consumer care agent.
One consumer using Google's online complaints system said: "I guess I was under the wrong impression but I thought Google would handle the service on the phone."
Recently, Avaya's global managing director of services marketing Paul Dunay said that customer care should be a key concern for businesses.
He commented that we are now entering the "age of customer service", which could result in greater emphasis being placed on call centre operations.
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